How is this error message even possible?

Jefflevin · 2024-01-17T19:26:17+00:00

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If the computer IS connected to the internet and IS running Teamviewer, how can I be getting this error message? How can the icon be blue instead of black if a connection is impossible? What determines what color it is? Is there any way of troubleshooting a failed connection like this one?

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.Carol.fg.

Hi @Jefflevin ,

Thanks for reaching out to our Community!

This error message usually is caused by IPv6 instability.

You can learn more about it and find the troubleshooting steps in the article below:

📄 Fix connectivity issues - Partner did not connect to router

I hope it helps! Please share with us how it goes. 🍀

Best, Carol

Jefflevin

Thank you. I see that IPV6 is enabled on both machines. I have no need for it, so I've disabled it completely on both units. I'll see if this clears up the problems I've been having trying to get the host configured in a way that enables both WOL and waking up from sleep. I'll definitely let you know if this turns out to be the evasive answer.

I'll also definitely check out that article. Are there any articles about how to keep Teamviewer available on a computer sleeping using modern standby?

.Carol.fg.

Hi @Jefflevin ,

It's my pleasure to help! 😄

Regarding WOL, we have the article: 📄 Wake up a device remotely

Please note that according to our announcement TeamViewer Remote’s Free Version Redesign the Wake-on-LAN feature requires a license now.

Let me know if we can help you any further. 🙋‍♀️

Best, Carol

Jefflevin

New problem: I took IPV6 out of the equation and it seems more accessible during sleep. But now I can't shut down the host computer and get a black icon on the remote, which is necessary for the "wake up" button to appear. It stays blue no matter what -- even if you disconnect the network cable from the host. Of course, it's the same-old-same-old regarding the ever-irrelevant error message. If you click the chat button, it tells you that the computer is off-line.

I have a license, so I should be able to use the WOL feature, shouldn't I? Are there any tools or advanced support for troubleshooting an under-the-hood issue like this one? I've pretty much exhausted all self-help options.

Jefflevin

Still having issues. This is going through a router and for a while I had WOL working properly through it. But it stopped waking from sleep and now it's stopped working with Teamviewer completely. WOL doesn't work, and waking on sleep only works sporadically. I can't go four days without getting the elemental "can't connect" message when clicking on the blue icon. It's VERY frustrating how it CAN be blue in the first place.

I can only think of two possibilities for the issues I've been having:

A firmware issue in the network card. I've tried three compatible drivers for it including the latest, so it's not a driver issue. It could still be the firmware, which would explain the erratic behavior.

A deep sleep state that Teamviewer cannot operate in. The unit uses Modern Standby, and there is precious little documentation available about Teamviewer's compatibility with it. I made an inquiry regarding this specific topic here a couple of weeks ago that went unanswered. From what I can tell, it's completely incompatible -- you have to set sleep for never in a computer that uses it if you want to maintain accessibility. If this is the case, you definitely need to update your message for a failed connection when the icon is blue.

Jefflevin

Something else I've noticed that you might want to tell your techs about: WOL only works when I shut the computer down in hands-on fashion. If I shut it down using the Windows command via remote access or shut it down with a timed shutdown command, the icon will remain blue and will erroneously report the computer as being disconnected or not running Teamviewer.

.Carol.fg.

Hi @Jefflevin ,

Thanks a lot for taking the time to write to us with more details about this WOL issue you encountered.

I checked your case internally and we couldn't replicate the issue.

Our support team advised you to contact them directly via phone or ticket for a deeper investigation of the issue.

Let us know how it goes, and if we can help any further.

If it's a simple fix, I would appreciate it if you could share the resolution here in our Forum. 😄

Best, Carol

.Carol.fg.

Hi @Jefflevin ,

Thanks for your additional question!

☎ With a license, you can reach out directly to our support team for help. Their contact information you can find here.

From my side, I'm not sure if you're trying to configure WOL based on a device that wakes up others, or if you're using your router for the setup...

If you're using the router, please know that the support of Wake-on-LAN via a router's public address requires port forwarding to be set up. Depending on the router used, only some of the following alternative configuration possibilities may be supported.
👉 You can find more details in sections 7.1.1 and 7.1.2 of this manual: TeamViewer Manual Wake-on-LAN

I hope it helps! Share with us how it goes. 🍀😄

Best, Carol